Workforce Manager Resume Samples
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Workforce Manager Resume Samples
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MC
M Conroy
Mona
Conroy
638 Ruecker Parkways
Detroit
MI
+1 (555) 259 5606
638 Ruecker Parkways
Detroit
MI
Phone
p
+1 (555) 259 5606
Experience
Experience
Detroit, MI
Workforce Manager
Detroit, MI
Bednar-Daniel
Detroit, MI
Workforce Manager
- Develop, improve and optimize work assignment, prioritization logic to manage work from various regions with multiple constraints
- Partner with Operations, Capacity Planning and Finance teams to analyze historical data and work trends and provide workflow inputs. Manage the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators
- Support program leaders and disaster program managers in the supervision of disaster volunteers to include - ensuring an orientation to the program is provided, placement of the volunteer into a disaster function, coordinating the development and training plan for the disaster volunteer, supporting recognition and retention practices for volunteers and ensuring deployment of volunteers in a large response
- Identifies and researches service level risks for problem resolution and management notification. Oversees escalation plan when service levels are negatively impacted
- Create and maintain an environment that encourages input from team members, continually improving the forecasting and scheduling projections across all contact channels
- Oversees and maintains the Workforce Management (WFM) Platform utilized for forecasting, scheduling, tracking, monitoring and reporting the daily/monthly call center statistics ie: volumes, schedule adherence and service level achievement
- Analyzing historical occupancy, schedule adherence, volume, and AHT trends, at an individual, team and site level, providing business recommendations and inputs to enhance and improve the Workforce Management cycle
New York, NY
Workforce Manager for Return Calls
New York, NY
Swift-Schuster
New York, NY
Workforce Manager for Return Calls
- Manage/develop performance of direct reports including coaching and performance reviews
- Conduct analysis and recommends solutions to improve the performance and efficiency within Operations
- Oversee workforce forecasting, scheduling, intra-day and reporting activities in collaboration with the Workforce Command Center
- Represents workforce management and reporting functions at client meetings
- Assist Operations Management in strategic planning and scheduling strategies
- Assist Operations Manag ement in strategic planning and scheduling strategies
- Monitor and review processes, inputs and outputs for process improvement recommendations and changes
present
Chicago, IL
Senior Workforce Manager
Chicago, IL
Stanton-Tremblay
present
Chicago, IL
Senior Workforce Manager
present
- Supervises and manages subordinate staff; makes employment decisions related to hiring, discipline, rewards, and performance management
- Works with Site leadership to provide WFM strategic insight and to receive feedback for WFM process development and refinement
- Assess the daily performance of call centers and manage real-time staffing changes to ensure payroll targets and service level objectives are achieved
- Manages the distribution of revised work schedules
- Assess strengths and weaknesses in order to structure developmental plans for analysts
- Develop other value added reports that would lead to more efficient and productive schedules and agents
- Provides communication link between Ops and WFM
Education
Education
Bachelor’s Degree in Honesty
Bachelor’s Degree in Honesty
Howard University
Bachelor’s Degree in Honesty
Skills
Skills
- Possess the ability to embrace Consulate Health Care’s core values of Compassion, Honesty, Integrity, Respect and Passion and incorporate them into one’s daily job function
- Demonstrate respect and compassion in every interaction
- Demonstrate a passion for caring as evidenced by interaction with co-workers, residents, families and visitors
- Maintain the confidentiality of all resident care information including protected health information. Report known or suspected incidents of unauthorized disclosure of such information
- Knock before entering a resident’s room
- Ensure that the resident’s rights to fair and equitable treatment, self-determination, individuality, privacy, property and civil rights, including the right to wage complaints, are well established and maintained at all times
- Partner with Call Center Operations and Finance to provide recommendations on cost/loss optimization through effective staffing and workforce management. 15%
- Responsible for assisting Corporate Finance team with annual Call Center budget and monthly re-forecasting. 10%
- Leading and Influencing - Direct all staffing calls with Call Center Managers and Directors and help to influence variable labor staffing decisions. 5%
- 5% for site visits and client management trips
15 Workforce Manager resume templates
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1
Workforce Manager Ayala Avenue, Makati Resume Examples & Samples
- Turn demand plans from Demand function into supply recommendations for approval
- Role Approval processing – ensure role approvals are processed in accordance with Technology Approval Matrix. Highlight and manage exceptions
- Contractor extension processing – ensure minimal impact on forecast
- Degree qualified – (Finance, Business or HR degree)
- Demonstrable experience working in a transaction processing environment and working successfully within an SLA framework
- Very strong attention to detail
- Excellent planning, time management, communication, decision making, presentation and organization skills
2
Workforce Manager Resume Examples & Samples
- Proficient in technical skills such as RTA, eWFM, Aspect, Verint
- Advanced proficiency with Microsoft Excel
- Intermediate or advanced proficiency with call center service functions
- Proven leadership experience managing people and projects in multiple internal Humana and 3rd party locations
- Excellent emotional intelligence with strong people management and coaching skills
- Has a proven track record of problem-solving, organizational/project management, and time management skills
- Ability to multi-task and effectively partner with various internal departments and outside vendors
- Excellent follow up skills and ability to delegate and monitor actions of those from a distance
- Demonstrated high level of innovation, integrity and professionalism
- Ability to display judgment in carrying out delegated tasks
- Working knowledge of health plan operations
- Supports two-way communications to ensure a focused well informed workforce; promotes teamwork and self-directed workforce to support company initiatives
- Ability to remain flexible in a demanding work environment and adapt to rapidly changing priorities
- Ability to handle difficult or sensitive issues while using tact, courtesy, and discretion
- Demonstrated commitment to quality work product, teamwork and customer service
- Demonstrated analytical, conceptual and organizational skills to assess the demands of the job, recommend proper actions, and handle multiple systems, projects, and programs with minimal supervision
- Demonstrated analytics and math skills
- Minimum 5 years of statistical and forecasting experience in a call center, including two years in a supervisory or management capacity
- Workforce Management ( Short term and long term forecasting) proven experience
- Minimum 5 years of experience with Avaya telephony system and Interactive Voice Recognition systems
- Minimum 3 years of experience with developing call center agent schedules within a virtual call center network, monitoring intraday call volume, making intraday adjustments and enforcing schedule efficiency with agents
- Experience with workforce management system in a multi-channel, multi-skill and multi-site environment
- Sales Health Insurance background
- Transformational Leadership experience
- Process Design experience is a plus
- Experience in customer service, outbound dialer, chat, secured email and Omni channel servicing
- Intermediate or advanced proficiency on Humana systems that are used at vendor locations and to support multiple sourced business functions
- Intermediate or advanced proficiency with MS Access and Project
- Six Sigma Certified and knowledge of Lean methodologies
3
Workforce Manager Resume Examples & Samples
- Proficient in technical skills such as RTA,EWFM, and Aspect, Verint
- Minimum 5 years of experience with Avaya telephony system and Interactive Voice Recognition systems. Avaya Predictive Dialer proficiency a plus
- Experience in customer service, outbound dialer, chat, secured email and other customer contact channels
4
Workforce Manager Resume Examples & Samples
- Maintaining accurate static and forecast data on all staff
- Sustaining connection to Recruitment on all hiring
- Reviewing change requests and advise impact on forecasts
- Ensuring all starters and transfers have correct RMID allocated with correct labour category
- Ensuring all leavers are exited from systems within 24 hours of end date
- Maintaining accurate forecast data on all SOWs in Direct Expense Register
- Processing all SOWs through Procure2Pay for Technology
- Developing strong understanding of supply strategies across Technology to direct requests for labour to correct source (labour decision matrix)
- Working with Vendor Mgmt. to maintain efficient channels to 3rd party labor pools
- Ensuring role approvals are processed in accordance with Technology Approval Matrix. Highlight and manage exceptions
- Managing and report on SLAs for supply processes
5
Workforce Manager With Russian Resume Examples & Samples
- Act as a liaison/portal between line management & external workforce agencies
- Validate external workforce hiring request against internal resources availability
- Negotiate external workforce cost and competences according to the frame agreement
- Partaker into contractual formalities both in case of a new hire or extension of contract
- Drive training sessions for stakeholders and grant access to tools
- Support resource staffing by creating assignment positions and ensure external workforce resource allocation
- Responsible for reporting and analyzing KPI’s and taking actions towards their improvement (utilization, billability, headcount and cost)
- Drive process compliance by ensuring the usage of Resource management tools and process
- Collaborate and contribute to improving other related processes (e.g. Sourcing)
- Flexible and service minded
- Project oriented (able to discuss project staffing and set-up)
- Multi task ability, involvement in staffing of many projects simultaneously
- Structured and excellent in building relations
- Have excellent planning, reporting and analytical skills
- Have working knowledge of corporate policies, procedures and related tools
- Have good documentation and presentation skills
- Procurement / Sourcing experience would be a plus
6
Workforce Manager, Temporary Resume Examples & Samples
- Manage the data analysis associates team
- Responsible of the internal reporting including but not exclusive to Service Level Dashboard, Stitch Dashboard, End to End Scorecard (BRS to L2) and providing ad hoc reporting to on Test Center KPI metrics
- Is the point of contact for Test Center with regards of Symposium projects
- Responsible of updating and maintaining the Metric Reporting System (MRS) infrastructure to ensure meeting the business needs of the Workforce and Operational needs
- Accountable of staffing discussions with vendors as well as challenging them on their daily performance related to service level agreement (SLA)
- Involve actively in the monthly locked forecast with the long-term forecasting team
- Document and map of internal reporting processes
- Strong knowledge of contact centre and workforce management principles and concepts
- Strong knowledge of Symposium
- Knowledge of SAS and Visio
- Knowledge of Test Center functions
- Ability to produce ad-hoc reporting from various sources (SAS, ACUT/TimNG, Inphonite)
- Strong sense of urgency about solving problems and getting work done
- Project management skills such as developing a workplan with tasks, timeframes, milestones, resources, and dependencies
- Ability to approach a complex task or problem by breaking it down into its component parts and considering each part in detail
7
Workforce Manager Resume Examples & Samples
- Contact/call center experience
- Workforce management experience
- Aspect and/or IEX system experience
- Leadership and/or experience managing staff
- Experience with Aspect eWFM and related software
- Ad-hoc reporting experience
- Vender management experience
8
Workforce Manager Resume Examples & Samples
- Provides system level oversight for the development of processes and initiatives designed to improve Revenue Cycle performance in assigned areas which includes
- 2+ years of experience in call center management or working with staffing in a hospital environment
- 1+ year of workforce management experience
- 2+ years of experience in hospital management
- 2+ years of direct experience in forecasting and scheduling
9
Workforce Manager Resume Examples & Samples
- Ensure that each applicant is interviewed in a professional and timely manner
- Manage the applicant flow log process
- Ensure compliance with Employment Advertising Recruitment/Vacancies HR Policy- 203
- Ensure that all new hire paperwork is complete and accurate
- Ensure that all new hires receive Blue Ribbon Orientation upon hire and appropriate job specific hands-on training, as deemed appropriate and necessary
- Assist in managing the Employee Engagement Survey process
- Assist in managing the exit interview process and analyzing trends
- Supervisor care center Receptionist(s) and Human Resources Coordinator
- Ensure effective and consistent coverage of the above functions
- Deals with highly confidential information
- Oversees the Human Resources function. Ensures adherence to Human Resources systems, practices, and policies and exercises discretion to waive or deviate from these systems, practices or policies as deemed appropriate and necessary
- Oversees and manages the Blue Ribbon Orientation program
- Participates in morning meeting
- Performs all other duties, as assigned
- Possess the ability to embrace Consulate Health Care’s core values of Compassion, Honesty, Integrity, Respect and Passion and incorporate them into one’s daily job function
- Conduct oneself with the highest degree of honesty and integrity in every interaction and encourage similar behavior with all contacts
- Prefer experience in long term care with focus in Human Resources
- Must have working knowledge of PPD calculations and PPD management
- Must have working knowledge of Human Resources and Employee Relations practices. Must be proficient in MSN Office Suite and associated software programs
- Must have analytical and problem-solving skills
10
Workforce Manager Resume Examples & Samples
- Ensure scheduling tools are leveraged to maintain an efficient workforce
- Drive a culture of root cause analysis, with a focus on removing variation from the system and removing defects from processes
- Analyze performance data and work to re-engineer processes through benchmarking with external and internal business partners
- Advise Site Directors regarding balancing work volume; collaborate with Directors across sites to balance workload between departments and sites on a regular as well as ad hoc basis, acting as an advocate for the caller
- Partner with Site Directors and Operational VPs regarding forecasting / planning based on actual experience and trend analyses and implement necessary tactics to achieve service targets
- Analyze, develop action plan and resolve service delivery and / or service level issues. Manage all scheduling- related communications to the site. Ensure workforce scorecard including adherence is led in bimonthly sessions
11
Workforce Manager Resume Examples & Samples
- Forecasting and Analysis - Responsible for the accuracy and labor effectiveness of all staffing forecasts, capacity planning and schedules. Including maintaining, updating and enhancing dynamic staffing models and databases to effectively manage and forecast call volume and staffing correlation needs. 25%
- Perform complex and comprehensive data analytics to identify key staffing and call volume trend patterns and support the monthly forecasting process. 15%
- Provide effective Workforce Management Support: Forecasts, Schedules, Skilling Strategy, Reports and Analysis to Operations Leadership. 15%
- Partner with Call Center Operations and Finance to provide recommendations on cost/loss optimization through effective staffing and workforce management. 15%
- Responsible for assisting Corporate Finance team with annual Call Center budget and monthly re-forecasting. 10%
- Employee Management - Manage a minimum of one (1) Capacity Planning Analyst. Responsible for selecting, training, developing, and managing performance of direct reports in area of specialty; and mentoring, coordinating, planning, and providing direction for work group(s) in accordance with the organization’s policies and applicable legal requirements. 10%
- Processes Improvement - Recommend and support process improvement opportunities to optimize staffing requirements and minimize variable labor expenditures. 5%
- Leading and Influencing - Direct all staffing calls with Call Center Managers and Directors and help to influence variable labor staffing decisions. 5%
- Demonstrated experience in management of call center forecasting, capacity planning and scheduling practices
- Strong analytical skills with understanding of call center metrics, i.e. availability, occupancy, adherence (including ability to analyze data and communicate trending and other performance-based conclusions)
- Experience in management of forecasting, capacity planning, statistical modeling, budget management and scheduling software such as Blue Pumpkin, IEX, and TCS in a multi-site/skill environment
- Strong knowledge of call center software (CMS, ICM, TCS)
- Advanced level knowledge of MS Excel, MS Access and other Database applications
- Minimum 6-8 years related experience in call center operations, volumes management, and / or forecasting, capacity planning, scheduling or real time management
12
Senior Workforce Manager Resume Examples & Samples
- Analyze, monitor and report on all staffing assumptions (client’s call volume, headcount requirements, shrinkage, attrition and handle time goals) and provide recommendations
- Works with Site leadership to provide WFM strategic insight and to receive feedback for WFM process development and refinement
- Assess strengths and weaknesses in order to structure developmental plans for analysts
- Maintain weekly best practice calls and ensure everyone has adequate training to succeed within their roles
- Develop other value added reports that would lead to more efficient and productive schedules and agents
- Requires highly developed analytical skills with the proven ability to perform in a fast-paced environment
- Demonstrated knowledge of contact center dynamics, basic workforce management principles and process
- Must be able to read reports generated from the Alorica CRM and ACD toolsets to identify problem areas relating to SLA and employee utilization. Must be able to monitor performance throughout the month and measure against goals. Must be able to make changes needed to steer performance to the business goals
13
Contact Center Workforce Manager Resume Examples & Samples
- Leads the Contact Center planning and staffing process. Analyzes contact volumes and patterns. Ensures contact center and staffing models include accurate, updated information. Captures, stores, and reports on historical statistics (service level, occupancy, forecast accuracy, etc.) and provides root-cause analysis and business impact analysis for all performance variances. Identifies contact volume trends and averages on a monthly, quarterly, and seasonal basis. Reports the workload trends and staffing requirements to management and executive leadership teams. Utilizes workforce management software and various internal data sources to accurately forecast contacts – both short and long-term – and determine staffing requirements. Establishes and maintains communication channels regarding events that impact contact workload. Communicates necessary adjustments to workforce requirements based on dynamic forecasts; re-forecasts when necessary
- Accountable for timely delivery of agent schedules developed by Workforce Analysts. Oversees proactive scheduling of discretionary activities such as training, meetings, and overtime. Ensures schedules make effective use of resources while meeting service objectives and scheduling accuracy goals
- Oversees and maintains the Genesys Workforce Management (WFM) Platform utilized for forecasting, scheduling, tracking, monitoring and reporting the daily/monthly call center statistics to include volumes, schedule adherence and service level achievement
- Oversees intra-day staffing and service, including analysis of real-time workload and call routing to manage performance to service level requirements. Responsible for development, implementation, and recurring review/update of the communication and execution strategies to utilize when staffing issues are identified and adjustments are required. Analyzes and addresses escalated service delivery issues when needed between Contact Center Managers and Workforce Analysts
- Works in partnership with Contact Center Management, Quality, Training, and Operational teams to coordinate the hiring and training of new employees, as well as the ongoing development and multi-skill training for existing employees. Coordinates with Workforce Analysts, peer groups, and Contact Center Managers across sites to identify opportunities for service improvements and business optimization
- Effectively leads professional staff to ensure efficient utilization and development of resources. Provides appropriate training and development opportunities. Responsible for increasing awareness about Workforce Management and providing ongoing education to staff throughout the enterprise Contact Centers to ensure appropriate knowledge levels regarding general workforce management practices, including the effective use of workforce planning and adherence tools
- Leverage industry leading processes and technology to drive workforce decision-making that will enhance the overall customer experience
- Maintains professional and technical knowledge by tracking emerging trends in workforce management by attending educational workshops, reviewing professional publications, establishing personal networks, benchmarking state-of-the-art practices, and participating in professional societies. Researches and recommends vendor solutions for forecasting and scheduling activities
- Strong understanding of Call Center technology to include WFM solutions, IVR’s, ACD’s, ACD reporting, and contact routing strategies
- Self-motivated and must excel in a minimally managed, high profile position. Ability to work independently with efficient time management skills, adapt to changing priorities, meet deadlines and work well under pressure
- Advanced mathematical skills, knowledge of and ability to calculate statistics. Strong analytical and problem solving skills, with the ability to define problems, collect data, establish facts and draw valid conclusions. Strong attention to detail
- Excellent written and verbal communication skills with the ability to effectively communicate and interact with all levels of personnel within the organization, including presenting information and responding to questions from groups of managers, senior leadership, and executive levels
- Skill in establishing and maintaining effective working relationships
- Ability to lead, coach, and develop staff. Ability to exercise initiative and judgment as well as make decisions within the scope of assigned authority
- Ability to manage multiple programs/projects simultaneously. Experience handling multiple tasks simultaneously in a fast-paced environment as an individual contributor or team member
- Bachelor’s Degree with 6-8+ years of Contact Center Workforce Management experience. 3-5+ years of experience as Workforce Analyst and 2+ years WFM Supervisory/Management experience
- Extensive experience in using workforce management software solutions, preferably Genesys WFM
- Extensive experience with forecasting, capacity planning and statistical analysis. INDBBTCSR
14
Workforce Manager Resume Examples & Samples
- Healthcare Revenue cycle management experience
- Experience using Microsoft Excel to manipulate and analyze data
- Experience using Microsoft PowerPoint to create and deliver presentations
- Acute Care Facility Patient Access experience
- Workforce planning experience (managing to a budget)
- Certification with Healthcare Financial Management Association (HFMA)
- Certification with National Association of Healthcare Access Management (NAHAM)
15
Workforce Manager Resume Examples & Samples
- Participate in wider ADS projects and initiatives. He/she will own providing optimal workflow and planning solutions for upcoming initiatives
- Partner with Operations, Capacity Planning and Finance teams to analyze historical data and work trends and provide workflow inputs. Manage the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators
- Support local site management to optimize staffing requirements. Manage SLA and provide recommended workflow options and directives to maintain acceptable SLA
- Partner with engineering team to develop progressive tools and technology enablers that will improve operating performance and efficiency of the ADS Operations centers
- Lead critical projects to improve workflow processes
- A bachelor's degree in an analytical or business field, or comparable business experience with technical background
- Knowledge of MS Excel, VBA, SQL and knowledge of Data Warehouse and business intelligence systems
- High attention to detail and proven ability to manage multiple, competing priorities simultaneously
- A history of teamwork and willingness to roll up one’s sleeves to get the job done
16
Workforce Manager Resume Examples & Samples
- Assist Operations managers in developing forecasts, monthly schedules, and intra-day schedules for the operation of the full contact center (phone and email)
- Set expectations on front-line utilization, including optimal blending of calls and emails
- Work with marketing and finance to develop and refine pricing model for a diverse set of products and services
- Develop and implement operational reporting and a dashboard process to measure performance
- Serve as the primary interface with IT on phone system strategy (including IVR design, skills based routing and call recording) and business continuity planning
- Manages the call delivery process within a complex telecommunications infrastructure, including Avaya (IQ, CMS, and IVR), CCE (IVR) and others
- Manage work station assignment, sharing and space forecasting
- Develops and implements strategies to improved efficiency and improve employee satisfaction
- Works with operations managers to develop analysis on productivity metrics
- Every AXA Assistance USA employee must adhere to all corporate security and privacy policies as defined in the AXA Privacy and Information Security Handbook
- 6 + years of work force management experience including 5+ years of management experience in a 24/7/365 (minimum of 300 seat) inbound call center
- In-depth knowledge of WFM systems
- In-depth knowledge in AVAYA phone system
- Excellent analytical, logic, and quantitative skills; with a natural tendency to use data in decision-making and prioritization
- Excellent ability to deliver on multiple projects concurrently in a team environment and maintain proper documentation
- Strong ability to solve complex process problems spanning across multiple functional areas and business units
- Excellent time management-skills and organizational agility, including the ability to effectively balance multiple ongoing projects, tasks, and priorities
- Experience interacting with clients and prospects as a subject matter
- Participate in technology and organizational initiatives to ensure alignment with clients’ expectations and improvement of the customer service experience
17
Senior Workforce Manager Resume Examples & Samples
- Senior level forecasting and analysis
- Resource planning and subordinate management
- Analyzes and manages data provided from staff to trend and forecast required resources necessary to meet business objectives
- Reviews and analyzes contact center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation to maintain appropriate staffing levels over a three (3) week period
- Manages the schedules to assure appropriate numbers of call center agents during ‘black-out times" where forecasts indicate that all agents needed
- Plans the required training and meetings as appropriate to maintain service levels
- Supervises and manages subordinate staff; makes employment decisions related to hiring, discipline, rewards, and performance management
- Oversees, reviews and approves agent requests for time off
- Manages the distribution of revised work schedules
- A Bachelor’s Degree from an accredited university or college preferred
- Significant experience (5+ years) in a call-center environment, including some (3-5 years) customer service experience
- A minimum of five years of experience monitoring or planning the service level resources, traffic, or schedules for a call center
- Prior supervision and management experience preferred
- Extensive knowledge of product
- Extensive knowledge of client needs
- Knowledge of procedures
- PC proficiency/MS office
- Excellent interpersonal skills and customer service skills
- Must be detail oriented and assertive
- Must possess excellent listening as well as verbal and written communication skills
- Able to establish good teamwork ability
- Must have proven leadership skills and have strong decision making abilities
- Possess cooperative and positive attitude towards clients, employees and company
18
Workforce Manager Resume Examples & Samples
- Responsible for leading and managing a primarily volunteer team to support and provide Disaster Workforce engagement in an assigned geographic region
- Assign and schedule disaster workers to jobs
- Evaluate disaster worker satisfaction of specific operation/assignment
- Ensure disaster workers keep their Volunteer Connection profile and availability up-to-date
- Set and manage volunteer expectations on requirements and operational conditions
- Volunteer Management
- Community
- Partnerships
19
Workforce Manager Resume Examples & Samples
- To manage a team of around 5 direct reports, to manage the Workforce Planning function for all of NAB's direct Contact Centres
- Lead your teams to produce accent accurate forecasts and scheduling to ensure the optimisation of both engagement and productivity within the Direct Contact Centre
- Maintain a strong focus on continuous improvement and optimisation, both in the Direct Enablement business and within the Contact Centre businesses you support
- Develop and drive Workforce Management initiatives to help Contact Centre businesses achieve their individual targets, including driving NPS scores and customer experience targets
- Succession planning and maintaining focus on developing your direct and indirect reports
- Extensive experience in workforce planning within a large multi-national corporate
- Excellent communication and negotiating skills, both written and verbal
- A proven track record of leading a team to success
20
Workforce Manager Resume Examples & Samples
- It would be great to have a Bachelor’s degree in Economics, Business, Engineering, or other quantitative focus. MBA or graduate degree preferred
- Strong customer-centric focus with demonstrated success in problem solving, teamwork, adaptability, planning, decision making, and data analysis
- Prior experience with Workforce Management software (e.g., NICE, IEX, Aspect, etc.) is a strong plus
21
Contingent Workforce Manager Resume Examples & Samples
- A minimum 5 years’ business experience
- A minimum 3 years’ experience in an HR Talent Management function preferred
- Experience managing vendor relationships is preferred
- Demonstrated project leadership and management experience, including business case development and cross-functional collaboration
- Demonstrated experience developing, analyzing, and presenting metrics
- Proven ability to facilitate meetings and give presentations to senior management
- Proven organizational skills and the ability to prioritize in an environment with competing demands
- Experience developing and presenting quarterly and/or annual business reviews is highly preferred
- Ability to work proactively to anticipate issues, develop/improve processes, and influence outcomes
22
Workforce Manager Resume Examples & Samples
- The Workforce Manager will coordinate and guide Intraday Teams to ensure focus on Profitability, Resource Planning, day-to-day schedule adjustments, real-time service issues, RTA activity, adherence and schedule compliance, and provide key reporting details
- This position needs to be aware of the financial situation of the account being handled and needs to drive profitability by resource optimization and cost reduction in collaboration with Operations and other departments
- This position needs to drive high client satisfaction by managing service levels situations and providing staffing, scheduling and Real-Time Adherence solutions
- This position increases employee satisfaction through accurate, adherence and compliance tracking and enhances company profitability through utilization optimization and intra-day analysis
- Ensure workforce management process and procedures are in place and followed by the site
- Acts as liaison between WFM Shared Services and Operations organization
- Manages internal and external audit with processes and controls
- Strong technical documentation , arithmetic , analytical, problem solving and presentation skills
- Proven experience consulting with all levels of management, peers, and teams
- Strong Knowledge on Workforce Tools ( e.g. IEX, EWFM, Blue Pumpkin, Genesys) and WFM concepts
- Proven leadership skills in coaching, mentoring and training WFM teams
23
Workforce Manager Resume Examples & Samples
- Creates long term and short term forecasts
- Applies intermediate knowledge of forecasting methodologies and tools
- Works closely with TMs, operations managers and support teams to understand headcount levels, helps to develop hiring plans and maintain staff plans
- Conducts real time queue management and break management. Effective monitoring of correct aux code usage to be done
- Generates performance data and dashboards. Publishes performance score cards
- Utilizes data from various workforce management tools to provide in-depth analysis of workload factors for lines of business with basic to highly complex member contact areas and/or back office functions
- Responsible for the scheduling process through system and if required through manual methodology. Prioritizing the needs of the business while best meeting the needs of CSOs
- Analyzes actual results against plan and forecast and recommends interventions where appropriate
- Proactively work with Management and Operations to increase utilization and efficiencies in the customer centers
- Tracks all the system and network downtime. These reports are then compiled and summarized and used for reporting
- Works along with TM on the floor will also check on all floor rules and ensures the “dos” and “don’ts” are adhered to and applied across regional based on best practices
- Gathers information, business intelligence, analyzes data trends, identifies root cause(s) and provides information to team members and department leadership
- Effectively partners with appropriate business areas to integrate member channel demand into the overall forecast
- Make presentations to various levels of management when required
- Works under limited supervision, using established procedures
- May instruct, guide and oversee work of lower-level professionals when needed
- Degree Holder
- At least 4-5 years experience in customer centre. Experience in WFM is required
- Strong MS Excel skills required
- Knowledge in forecasting and Scheduling
- WFM systems ( e.g Impact 360, IEX, Aspect, Genesys will be advantageous)
24
Workforce Manager Resume Examples & Samples
- Implementation and design of the Workforce Management tool (Nice/IEX)
- Compiling of historical data necessary to provide forecasting and scheduling
- Provides analysis of historical data and future planning
- Recommends design of reporting at the Agent, Department, Division, and Enterprise level
- Develops skill based routing plans and call distribution strategies
- Provides strategic recommendations to achieve Service Level, ASA, and Occupancy goals etc
- Interfaces with key stakeholders to determine business requirements
- Education: Bachelor’s degree or work equivalency
- Experience: 5 plus years of experience in a call center role with Workforce Management responsibilities
- Alternative Experience
25
Workforce Manager Resume Examples & Samples
- Analyze staffing levels necessary to provide specific service levels using provided computer application and manual methods
- Five or more years of successful forecasting and planning experience preferred, with strong talent management and/or operations background, preferably in a high-demand production environment
- Prior Call Center Workforce Management / Analyst experience
- Cisco operating system knowledge a plus
26
Workforce Manager Resume Examples & Samples
- Strong skills in MS Excel, Access, and PowerPoint
- Understanding of Analytical/Data Mining Systems (i.e., Tableau, SQL)
- 4+ years direct Financial Services Call/Contact Center experience preferred
- Working knowledge of telephony/call routing and workforce platforms
- Strong understanding of cross-LOB Workforce Management practices
- Proven experience leading project initiatives
- Strong Experience in business analysis, reporting of business data, problem identification, resolution and root cause analysis
27
Workforce Manager Resume Examples & Samples
- 15% -
- Position requires a Bachelor's Degree (or equivalent in work experience) with a minimum of 5 years of experience in workforce management and 1 year of supervisory experience
- Extensive knowledge of Excel and PowerPoint required; other data tools (Tableau, Access, etc.) preferred
- Knowledge of SharePoint preferred, but not required
- Must be an effective communicator and willing to present regularly to management teams
- Must have strong interpersonal skills and ability to build effective teams, both directly and indirectly
- Must be self-motivated and able to progress toward goals with limited supervision or guidance
- Must possess the ability to follow-through on commitments
- Must be an advocate for the team and have a focus on developing each team member
- Must have a positive outlook and be willing to learn, grow, and adapt
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Workforce Manager Resume Examples & Samples
- Key Performance Objectives *
- Achieve 100% accuracy and speed of delivery requirements
- Manage day-to-day Workforce Operations
- Implements scheduling strategies and initiatives to enable the business to achieve its objectives. Communicate the core strategy and goals to the WFM team. Establish metrics for success, set clear daily staffing and scheduling priorities, and drive the team to meet goals
- Understands the key business objectives, timeframes, and requirements associated with each workforce management goal
- Reports daily center metrics on all projects, teams and associates performance to business partners
- Responsible for keeping the forecasts updated considering variables that are not controllable
- Ensure that workforce procedures are followed by the team
- Delivers timely and efficient solutions to all workforce related requests
- Actively manage the staff, support, motivate and retain an outstanding Workforce Management team
- Responsible for mentoring, training, evaluating, and developing a team of workforce specialists/analyst
- Help the team to set realistic and measurable staffing and scheduling goals, and develop appropriate reward program as needed
- Monitor progress towards goals to ensure client expectations and requirements are met
- Escalate system level issues to the appropriate systems or 3rd party vendors
- Ensure compliance with the company’s processes and tools, system changes
29
Workforce Manager Resume Examples & Samples
- Avaya and/or similar telephony platform experience
- Leadership and management of staff
- Vendor management experience
30
Workforce Manager Resume Examples & Samples
- Special projects as directed by manager
- Relish the opportunities to pick up new activities that fall broadly in the purpose of the role
- Ability to take initiative to think outside the box and identify opportunities for improvement
- Minimum 4-8 years experience in a call center environment preferred
- Minimum 4-8 experience in workforce management or analytics required
- Workforce Management software experience required
- Familiarity with NICE software strongly preferred
- Strong proficiency with Excel, Access, SQL
- Must be a highly motivated, enthusiastic team player, driven by targets
- Dynamic, driven, energetic, engaging and ability to drive for results
- Must have a customer focus
- Strong organizational skills, able to deal with multiple tasks simultaneously
- Ability to build strong relationships with all types of people
- An innovative thinker who enjoys learning and solving problems
- Ability to work a varied schedule including nights, weekends and overtime if needed
- Ability to lift, push or pull up to 30lbs
31
Workforce Manager Resume Examples & Samples
- Set and execute annual sourcing strategies including Labor Mix and headcount plans across all Labor Channels
- Drive capacity actions (Hire, Reskill, Rebalance) to meet financial targets
- Drive a quarterly end-to-end talent supply chain management system that includes targeting, forecasting, and reporting of resources vs. plan; acts on shortfall to plan
- Interface with GIC / CIC for capacity planning and execution and is first point of contact to resolve fulfillment issues
- Consolidate analysis and capacity recommendations at Service level (domestic), drives execution of resource gap actions
- Interface with Sector leaders for demand and skill planning
- Ensure accountability to quarterly profit targets
- Executing annual sourcing strategies including Labor Mix and headcount plans across all Labor Channels
- Driving capacity actions (Hire, Reskill, Rebalance) to meet financial targets
- Driving a quarterly end-to-end talent supply chain management system that includes targeting, forecasting, and reporting of resources vs. plan; acts on shortfall to plan
- Interfacing with GIC / CIC for capacity planning and execution and is first point of contact to resolve fulfillment issues
- Negotiating win-win solutions, maintaining strong go forward relationship in the process
- Forging cross practice, business unit, practitioner, and leadership relationships and network to efficiently accomplish staffing
- Establishing credibility and influence with client facing, operations and finance leaders
32
Workforce Manager Resume Examples & Samples
- Analyze, develop action plan and resolve service delivery and / or service level issues
- Manage all scheduling- related communications to the site
- Ensure workforce scorecard including adherence is led in bimonthly sessions
33
Workforce Manager Resume Examples & Samples
- Customer Fulfillment/ Experience - Ensure delivery of customer service fosters overall customer and business line satisfaction by
- Business Plan Execution - Ensure the achievement of the Front End Collection unit's short and long term business plans by
- Operational Management & Improvement - Contribute to the banks operational efficiencies & effectiveness by
- Leadership - Provides management, coaching and mentoring, contributing to the development of the Command Centre unit by
- Experience using Workforce Management applications such as Aspect, Verint or IEX
- Experience with inbound, outbound and blended environment; forecasting and volume management
- Strong technical aptitude and experience working with reporting software, tools and database creation to derive business insight and drive customer value
- Demonstrated strong leadership, mentoring, coaching and motivational skills, including the ability to manage remote teams
- Thorough knowledge of MS Office, Access, Lotus Notes, IRS, Avaya CMS Supervisor and retail management platforms such as InSite, IntraLink etc
- Advanced knowledge of call center systems, processes, staffing models, call routing, forecasting and resource planning tools is required
34
Workforce Manager Resume Examples & Samples
- Ensure the proper administration of the workforce management tool and keep the system updated ensuring accurate results
- Real Time Adherence, monitor skills/queues workforce and ACD software to ensure resources are being utilized to provide optimal service levels for customers
- Analyze, produce, and report daily, weekly, monthly statistics for management
- Effectively manage overall capacity needs across multiple sites
- Coordinate, drive and measure results in forecasting, capacity planning, scheduling, real time resource management, and real time resource reporting
- Coordinate departmental schedules in conjunction with supervisors and managers, including training, team meetings, vacation, overtime, etc. to maximize service levels
- Communicate with supervisors and managers to make recommendations based on reports
- Provide risk management and issue/problem resolution as required
- Manage attrition to ensure adherence to required attendance service levels
- 3+ years of recent workforce planning/ management
- Experience working with multi-site staffing
- Experience in supervisory/team management responsibilities
- Strong mathematical, analytical, and organization skills
- Proficient in Microsoft Work, Excel, PowerPoint, and Project
- Self-motivated and must excel in high intensity and high profile environment
- Knowledge of call center metrics
35
Workforce Manager Resume Examples & Samples
- Manages a team of real-time analysts and scheduler(s), across all programs and across multiple sites
- Analyze past volume and staffing patterns and initiate changes as necessary to ensure service expectations are met
- Conduct analysis and recommend solutions to real time performance issues with the operational business units
- Validate forecasting and staff planning and communicate with Program Managers
- Ensure all required WFM data is tracked and trended on an accurate and consistent basis
- Interface with Program Managers/Director as needed for escalation of service impacting issues
- Interface with client regarding staffing models, provides recommendations regarding efficient workload balance
- Manages the staff schedules and responsibilities of Workforce Management team
- Establishes performance objectives for direct reports
- Coach and develop a high performance team through organizational leadership
- Demonstrate sound judgment and fairness when administering policies and procedures
- Ensures team accurately tracks and manages Contact Center schedule adherence
- Monitors absenteeism and attrition levels and work with Management and HR on attendance management initiatives
- Work with Reports Analyst to ensure accurate generation of daily/weekly/monthly reports
- Manages staffing ratios and seat utilization/optimization to ensure Contact Center goals are achieved
- Builds effective working relationships with internal departments and client
- List the important technical and professional skills and knowledge and required certifications (if any) to do the job well
- Minimum of 5 years’ experience managing Workforce Operations in a Customer Care and/or BPO operation, with client and senior management interaction
- Minimum of 1 year of experience working with at least one process excellence system – e.g., Six Sigma, COPC, etc
36
Workforce Manager for Return Calls Resume Examples & Samples
- Oversee workforce forecasting, scheduling, intra-day and reporting activities in collaboration with the Workforce Command Center
- Maintains working relationships with key Operations personnel for respective sites
- Represents workforce management and reporting functions at client meetings
- Analyzes reporting, staffing and scheduling procedures and/or structure on an on-going basis to ensure maximum effectiveness and efficiency
- Liaises with Operations to deliver effective staffing and scheduling strategies for business units
- Conduct analysis and recommends solutions to improve the performance and efficiency within Operations
- Assist Operations Management in strategic planning and scheduling strategies
- Provides input for program budget and validates actual forecast
- Must be available between 7:00 a.m. and 8:00 p.m. CT
37
Workforce Manager Resume Examples & Samples
- Manage the Workforce management Forecasting/Scheduling staff in various workforce management activities of forecasting, scheduling, capacity planning, volumes and approving off-phone activities
- Conduct forecasting, create staffing schedules for SLA achievement
- Responsible for the coordination and execution of forecasting/capacity plan meetings with site leaders of all regions
- Create and maintain an environment that encourages input from team members, continually improving the forecasting and scheduling projections across all contact channels
- Develop communication strategy for regional site leaders to discuss service level/staffing risks
- Evaluate and recommend opportunities for process or system improvements and/or enhancements
- Assist in the development and implementation of call routing strategies associated with call distribution and routing
- Coordinate reporting related to workforce management
- Verify agent adherence to schedules and report planned versus actual staffing data (productivity, adherence, etc.) Manage output from forecast team, reviewing updated forecasts based on historical patterns and run analysis in the effectiveness of historical data to business model
- Lead the effort of building staffing strategies that support multi-site, multi-touch point, multi-lingual, multi-skilled customer contact center(s) and that account for growth , seasonal variations, special events affecting clients' volumes and other cyclical patterns
- Identify opportunities to streamline workflows and processes to increase customer satisfaction, reduce errors, increase controls and ensure maximum productivity and efficiency
- Over 8 Years, Up to 12 Years of Directly Related Experience
- Bachelor's Degree or its equivalent in education and experience with a Major Area of Concentration in Business Administration or equivalent
- Payroll or HR experience
- Real Time and Scheduling experience
- Advanced leadership, presentation, interpersonal and conflict management skills
- The highest level of integrity, customer focus, team building for strong working relationships
- Needs the ability to manage a virtual team effectively
- Advanced at leading meetings and facilitating information exchange with internal business partners
- Sound decision making skills that demonstrate originality, flexibility and resourcefulness
- Ability to develop strong working alliances at all levels within the organization
- Ability to adapt to change and implement quickly based on overall direction and needs of the company
- Drive for results, communicate effectively and professionally, balance risk with opportunity
38
Workforce Manager Resume Examples & Samples
- Builds, develops, and leads the Workforce Team
- Develops capacity planning tools to accurately forecast customer volume via various channels hourly, daily, and monthly. Translates this information into hiring forecasts and staff schedules. Optimizes schedule placement to best match volume arrival patterns
- Analyzes volume drivers by source, handle time, and root cause in order to effectively identify event avoidance and contact reduction opportunities including actionable reporting for Sr Leaders
- Manages the real-time placement of staff and flow of work throughout the day to account for variations from forecast and unexpected staffing situations, so that customers receive the timeliest resolution possible
- Reviews procedures and process flows to ensure that they meet industry and company specific guidelines
- Ensures clear goals, objectives, and performance standards are established, communicated and implemented across all levels within the department and contact center
- Monitors and establishes best practices and actionable insights from Aspect eWFM tools
- Establishes, monitors and maintains the call routing strategies and user maintenance for the toll free and local call volume via inContact
- Analyzes call routing problems from multiple vantage points, and creates and modifies complex scripting based on contact center queues
- Assess database needs, database integrity and reports as required
- Other job duties as assigned
39
Senior Workforce Manager Resume Examples & Samples
- 5+ years’ experience in Contact Center Workforce Management administrative positions required (manager, supervisor level)
- Demonstrated experience and success in leading larger scale WFM or Operations oriented projects in Contact Centers
- Demonstrated expertise in managing scheduling and RTA practices and delivery in multi-channel global contact center environments including phone, email and chat
- Expertise in integrating and managing short term forecasts in Aspect eWFM or IEX
- Experience using various statistical tools for SL optimization and then communicating plans or risks clearly
- Analytical and communication skills are essential to be successful in this role
- Expertise in Microsoft Excel in a business environment
- Experience writing formal business proposals; strong written and verbal communication skills are a must
- A passion for developing a standard Global WFM model is required, as is engaging your team to do the same. You will play an active part in this effort including developing policy and procedure, WFM Team SLAs and ensuring we meet or exceed performance targets
- Advanced degree in a quantitative field or MBA
- SQL is a big plus. Some programming experience is a plus to automate tools whenever appropriate
- Capacity Planning & Forecasting experience strongly preferred as well as experience with business intelligence and analytics
- Basic/Working knowledge of Six Sigma tools and Lean techniques preferred
- Ability to meet tight deadlines and prioritize workload
- Ability to coach forecasting teams to produce the highest accuracy results possible
- Desire to travel and demonstrated success in managing dispersed teams
40
Workforce Manager Resume Examples & Samples
- Experience handling multiple tasks simultaneously in a fast-paced environment as an individual contributor or team member
- Strong understanding of ACD’s and ACD reporting (preferably Avaya)
- Strong Excel skills and solid working knowledge of Word & Powerpoint
- Highly organized and detail oriented with demonstrated organizational and analytical skills
- Able to exercise independent judgment and discretion in matters of significance
- College degree or commensurate work experience
- Minimum of five years of statistical and forecasting experience in a customer focused or comparable environment
- Working knowledge of Genesys, Blue Pumpkin, Aspect, IEX or other scheduling software
41
Workforce Manager Resume Examples & Samples
- Oversees and maintains the Workforce Management (WFM) Platform utilized for forecasting, scheduling, tracking, monitoring and reporting the daily/monthly call center statistics ie: volumes, schedule adherence and service level achievement
- Assure accurate daily/intraday forecasts and alliance with routing applications (Genesys/Avaya)
- Makes recommendations to assist in achieving service level objectives and make decisions with regard to team resources ensuring that appropriate productivity levels are maintained within the team based on forecasted volumes
- Manage configuration and support of ongoing initiatives such as shift bids, flexible schedules and benefit time allowances
- Identifies and researches service level risks for problem resolution and management notification. Oversees escalation plan when service levels are negatively impacted
- Participates in long range planning and the formulation of goals
- Leverage and manage historical data from previous initiatives and pilots to develop educated assumptions for planned initiatives
- Manages the Business Continuity Plan (BCP) communication and execution of the plan including periodic updates to the strategy
- Resolves and/or addresses complex resource planning opportunities and questions
- Form partnerships with various Care center Operations business units, finance, sales and marketing teams to fully understand business needs
- Responsible for identifying the impact on budget due to changes in call volume, handle time or shrinkage and creating any needed mitigation strategies
- Leverage industry leading processes and technology to drive workforce decision making that will enhance the overall customer experience
- Understands and demonstrates Essendant's Core Values
- Assumes other task and responsibilities as assigned by leader
- Willing and able to travel up to 20% of work time as needed
- Strong Excel skills and solid working knowledge of Word & PowerPoint
42
Hms Workforce Manager Resume Examples & Samples
- 40%-Make staffing recommendations to management based on analysis of real-time performance. Develop and manage service escalation processes that involve routing changes (e.g., moving volume, changing messaging, etc.) and staff optimization (e.g., implementing overtime and schedule modifications.)
- 25%-Identify trends in case types, perform root cause analysis and provide recommendations for training and/or content changes to address trends. Work closely with Training Team to implement action items related to the Command Center activities
- 15%-Develop and implement best practices for call handling related to the usage of systems and tools utilized to manage calls, faxes, e-mail and cases
- 20%-Monitor and maintain processes related to the daily functioning of the Command Center, including, work load distribution, monitoring phone queue and email box , user follow-up, closing tickets and maintaining front-end messages and system availability
- Position deals with a variety of problems and sometime has to decide which answer is best. The question/issues are typically clear and requires determination of which answer (from a few choices) is the best
43
Workforce Manager Resume Examples & Samples
- Oversee the daily activities of direct reports’ accounts assigned to them to execute plans for multiple clients with precision
- Establish and maintain a relationship with clients to gain a better understanding of their business and marketing plans
- Manage the constant flow of communication between Client Solutions, Operations, and other Support Departments to achieve goals
- Develop and maintain strong relationships with other departments
- Deploy policy and process enhancements to provide increased productivity, higher customer/employee satisfaction and reduced costs
- Make decisions concerning the hiring, promotion, discipline, assignment, transfer and dismissal of relevant employees and implements company policies
- Responsible for respective department’s overall performance and for motivating team to exceed department goals and objectives
- Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties
- 3 years of Workforce experience required; inclusive of 2 or more year directly managing staff in a similar function required
- Prior Workforce Management experience in a high volume call center setting strongly preferred
- Ability to read, write, and speak English
- Expertise with Workforce Management methodologies, practices, analytics and tools
- Strong management skills to develop employees through mentorship and training
- Ability to work independently and with other teams to achieve performance goals and objectives
- Advanced personal computer skills including Microsoft Office
- Excellent interpersonal, written, and oral communication skills with all levels of management
- Ability to make good judgments/decisions and take initiative to accomplish job duties
- Ability to prioritize and organize work in a multitasked environment
- Ability to adapt to a fast-paced and dynamic environment
- Ability to maintain the highest level of confidentiality and professionalism
44
Contingent Workforce Manager Netherlands Resume Examples & Samples
- To apply for this position you must possess all the following attributes
- 4+ years of contingent workforce experience
- An understanding of Dutch employment regulations
- Powerful ability to use data to drive recommendations
- Cross-group collaboration and relationship management skills
- Strong written and verbal communication skills including fluent written and spoken English
45
Workforce Manager Resume Examples & Samples
- Proven experience building and analyzing models using various statistical tools for forecasting and optimization
- Demonstrated experience in leading a workforce planning team
- Proven experience in analysis required
- Demonstrated proficiency in Microsoft Excel
46
Workforce Manager Resume Examples & Samples
- Leadership with proactive, collaborative management style
- Proficiency with database/reporting systems (SQL, SSRS, SSIS, etc)
- Proficiency with dashboard/analytics systems (QlikView, Tableau, SharePoint, etc)
- Knowledge of call center applications/systems (Aspect eWorkforce Management, NICE IEX TotalView, Avaya CMS, etc)
- Call Center experience
- Workforce Management experience
- Aspect eWFM administration and configuration experience
47
Workforce Manager Resume Examples & Samples
- 5+ years of recent workforce planning/ management
- In-depth knowledge of current contact center technology
- Proficient in Microsoft Word, Excel, PowerPoint, and Project
- Knowledge of call /service center metrics
48
Workforce Manager Resume Examples & Samples
- Plan and operate workforce scheduling and forecasting for multiple contact center sites and transit programs to ensure the achievement of KPIs and other business goals
- Produce staff schedules and evaluate schedule effectiveness
- Develop detailed scheduling models based on historical trends, including building models for new business opportunities
- Track, analyze and report contact center and individual representative performance, including occupancy, real time adherence, average handle time, shrinkage, and performance by interval, to ensure achievement of required KPIs
- Manage and administer intra-day schedules and changes to address shrinkage and overage
- Recommend ongoing staffing and schedule adjustments based on historical or predicted KPI performance, representative skills, and contractual requirements
- Coordinate employee activities and absences with contact center supervision to ensure adequate coverage
- Manage employee workforce management information
- Work with Cubic’s technical resources to administer workforce management utility functions
49
Workforce Manager Resume Examples & Samples
- Manages the performance of Workforce Analysts and supporting staff
- Analyzes call and staff forecasts to identify needs and corrections
- Ensuring staff optimization (service levels, occupancy, AHT, etc.) for LOB’s
- Manage special projects as assigned by management
- Continuously review, update and improve methodology. Mentor and train other forecasting personnel
- Five+ years of experience in forecasting scheduling and traffic management in a complex skills based routing environment
- Knowledge of real-time adherence
- Proficient with call center metrics and behaviors
- Desire to function in a people leadership capacity
- Advanced in MS-Excel mandatory (formulas, charting, graphics)
- Time Utilization and exception tracking experience
- Knowledge of Workforce Management software (IEX/TCS, Aspect, etc.)
- Ability to analyze daily, monthly, and annual call volumes/patterns
- Ability to identify product and skills training needed to deliver quality customer service
- Ability to work under pressure and within tight deadlines
- Critical thinking skills in formulating hypotheses, interpreting results, and being able to make educated guesses when data may be sparse or unavailable
- Ability to work flexible shifts as required (evenings, weekends, and holidays)
- Ability to work on site in Crestview, FL
50
Workforce Manager Resume Examples & Samples
- Oversees and maintains the IEX Workforce Management (WFM) system utilized for forecasting, scheduling, tracking, monitoring, and reporting the daily/monthly call center statistics
- Oversees the reporting and analytics tools used in the contact center, including Taske Contact and AVAYA CMS
- Manages the Workforce team across the range of workforce management activities including forecasting, scheduling, capacity and resource planning, monitoring queues and volumes, and approving off phone activities
- Oversees volume forecasting, staff schedule generation, and real time monitoring of schedule adherence
- Identifies factors that may pose a risk to achieving service level agreements and finds ways to mitigate the risk. Manages escalation plan when objectives are not being met
- Continually tracks and trends seasonal growth, staff turnover, special days, and other factors impacting center performance
- Exercises independent judgment in managing center performance and maintains discretion in significant matters
- Manages a team of 4 analysts who handle reporting, analytics, as well as intraday management for the center
- Responsible for oversight of the forecasting duties required to create a skill plan of needs for each day. In the absence of a forecaster role, will handle all associated duties
- Responsible for oversight of staff schedule generations from the skill plan provided and ensuring that staffing levels will efficiently achieve service level agreements. In the absence of a scheduler role, will handle all scheduling duties
- Oversees all real time and intraday activities to ensure service level agreements are being met, and recommending solutions to operational issues within the center as needed
- Ensure team accurately tracks and manages contact center schedule adherence
- Coordinates with Account Managers to forecast Sales growth across the product mix
- Monitor absenteeism levels and work with Management and HR on attendance management initiatives
- Prepare daily/weekly/monthly reports and distribute to the Management team
- Builds effective working relationships with internal departments
- Assist with special projects and other duties as assigned
- Training and certification with forecasting / scheduling and related software packages
- Excellent knowledge of Workforce Management applications, technologies and key performance indicators
- Thorough understanding of Avaya CMS and call routing
- Excellent interpersonal skills, written and verbal
- Proven skills in all areas of workforce planning, forecasting and intraday functions
- Strong logical and analytical abilities to foster strategies built on historical and real time data
- The ability to work with management teams to ensure clear goals regarding service level agreements
- Ability to react quickly and take advantage of changing business conditions in real-time
- Highly motivated, creative, self-sufficient and able to operate effectively without close supervision
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
- While performing the duties of this job, the employee is regularly required to sit and talk or listen. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus
- Bachelor’s Degree in Business Management, Finance, or related degree preferred
- Three or more years of leadership / management experience with proven leadership skills
- Familiarity with telephony and software systems commonly used for Marketing Centers / Call Center applications
- Proven record of working successfully with teams
- A track record of successful leadership
- Strong presentation skills and the ability to discuss abstract technical subjects and relate them to business processes
- Strong leadership skills with the ability to anticipate, accept, adjust, communicate, coach, and execute changes
- Ability to work and operate under pressure, ability to multitask and effectively set priorities
- High personal standard of conduct
- Flexibility with regard to working non conventional work hours
51
Contingent Workforce Manager Resume Examples & Samples
- Experience with VMS or ATS required (Beeline a plus)
- Experience managing MSP CW Programs with temp and SOW engagements within the last 18 months
- Demonstrates strong communication skills
- Experienced with PowerPoint, Excel and Word
- Demonstrated ability to identify and recommend processes improvements
- Demonstrates strong interpersonal skills with a collaborative style
- Demonstrates strong project management leadership skills including, critical ability to coordinate and balance multiple projects in a time-sensitive environment, under pressure, and meeting deadlines
52
B&PS Workforce Manager Resume Examples & Samples
- Lead all dedicated workforce management staff in the Global Division
- Work closely with the Business / Resource Management Group of BPS (RMG) in general, Management in Sales and Delivery as well as with support functions (e.g. Finance), Global and GBU Workforce Managers to ensure that the Workforce Management function is providing the appropriate level of overall service across its core areas to support growth and increasing efficiency
- Tailor and customize the implementation of workforce management activity to ensure that the service provided enables the business to meet its objectives
- Establish close collaboration with the global services lines and act as trusted advisor in workforce planning and skill transformation, helping B&PS to successfully manage the challenges for the future
- Coordinate activities between HR/WFM and the business/RMG around Demand & Resource equilibrium and processes & tooling to support efficiency and best in class operational excellence
53
Workforce Manager for Return Calls Resume Examples & Samples
- Requires a bachelor degree or equivalent
- Minimum 5 years in a workforce m anagement function in a complex Call Center environment
- Knowledge of risk analysis and use of analytical tech niques
- Knowledge of Workforce management systems and processes required
- Excellent knowled ge of call center principles and call center performance metrics / reporting
- Proficient in Microsoft Office, especially Excel, PowerPoint, and Word
- Ability to work different shifts, including evenings and weekends
- Requires Bachelor’s Degree
- CAPM or Equivalent Certification, PfMP/PMP Preferred
54
Workforce Manager Resume Examples & Samples
- Set up a new 'command centre' WFM capability to support a multi- thousand headcount operation spread across a broad global footprint
- Build and manage a high-performing team of WFM Specialists, responsible for
- Forecasting AHT, work volume and arrival patterns for a variety of ops teams based on analysis of historical trends and external factors
- Scheduling appropriate staffing levels that are needed on a daily / hourly basis to achieve service level goals and partnering closely with ops teams to implement
- Intraday management of Service Level performance, including execution of real-time strategies to optimize operations outcomes
- Working with ops leadership across multiple teams and sites to optimize and mature the operating model, manage key business levers and adapt to dynamic product changes
- Analyzing historical occupancy, schedule adherence, volume, and AHT trends, at an individual, team and site level, providing business recommendations and inputs to enhance and improve the Workforce Management cycle
- Managing all over / under capacity to maximize utilization while protecting service levels
- Creating, maintaining and managing Workforce Management systems and processes
- 10+ years Workforce Management experience, specific to forecasting, scheduling, or intraday management
- 5+ years experience managing Workforce Management/contact center operations support team
- Expert level proficiency with at least one Workforce Management system (Aspect WFM preferred)
- Strong people management/coaching experience, and influencing skills. A proven track record of successfully managing teams in nascent org structures
- Highly proficient in Microsoft Office Products
- Capable of working as part of a cross-functional team and working with all levels of FB Operations
- Strong organization and communication skills
- Flexible, adaptable, proactive and self-motivated
- Preferred but not required: Statistics/Mathematics/Business /Economics degree
